Umar Qamar
(co-Founder)
What do you think is the most important core value behind elo's success?
The world we live in is filled with uncertainties, you have to ask what you are certain about. The number one thing I’m certain about is that the future of elo is all about relationships. If you want a positive future, then you need to have positive relationships with your employees, suppliers, and customers. And if you want positive relationships, you have to focus on what holds a positive relationship together. What is that magic formula? It’s trust, which you earn through your values, such as honesty, integrity, delivering on promises, and so on.
For example, nearly 60% of our sales at Export Leftovers come from repeat business and referrals from past customers. Being customer service-oriented, friends tell friends about their experiences dealing with us which fuels our sales.
The bottom line is this: Instead of acting out of profitability, I focus on nurturing my employees and building trust with my vendors and customers. When you put trust first, the bottom line usually takes care of itself.
13 comments
Asalam Alikum, I hope you are fine.
To start with, I am a regular customer of ELO and have been shopping since years now. I even accepted things you guys intentionally sent wrong (size, colors etc) and had a good image of you. I motivated a lot of close friends and family members to use ELO. I never complained about buying something at 100% price and seeing it going down to 70% off the very next day. Thats my part.
Now about ELO. I placed a recent order# 4520828251 (05 jackets and 1 warm shirt). The transaction was completed and order was confirmed and I received the email and text message for that. The very next day I received a message that your order is CANCELLED (probable reason price of jacket was wrongly entered by your staff) and at ELO’s own wish and will 04 x jackets were taken out from the order and a new order # 4520828825 was generated for remaining items. Then I received an email that “Sorry we messed up you order” and ELO offered me free shipping of this order and a 10% discount code for next order.
Well is it that simple to handle mistakes at your end and take your customers for granted. I don’t need this remaining order and I don’t need this 10% discount. However, I would like ELO to return back my time Me and my family spent on that order, return the feelings associated for receiving that order and also return the TRUST that is lost in ELO that you yourself are claiming is the biggest things for you.
Kind Regards
Saad
I have been supplied with wrong measuring shirt and ELO customer service wants me to send back item at my expensive. This is totally unfair and needs an explanation. Why should I be bearing the cost of return if the mistake is at ELO end. Very poor way of customer dealing.
This is so unacceptable. Even if there may have been any mistake from my side, although it was not because I was tracking the courier since 2 days on TCS website and NO i didn’t receive ANY call, how can an e-commerce store like elo can not send that order back again. Yours customers want the products, they are still in Lahore, but you still want me to reorder? What if the products are not there on the website anymore? I used a promo code which is not applicable now?
Will surely never get back to elo after this experience, although it has always been my favourite e-commerce store.
Order no 371910
Mujhe 10 din ho gye hain order kiye hue pr mujhe abhi tak mera order nhi mila. 365316 order number hai. Yeh order mujhe lazmi chahiye hai. Kindly help me…
Need Suggestion.
The story is same graduate unemployed and upto some thing that i have achived 30% of it in 1 year. And now My dedication to it is 15% out of 100% , no moral and other support from others , dotnot know what to do either leave it or complete it well i leave 2 good opportunities for this project.
Need suggestion if any.